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Handling Shipping Issues on ShareGrid
Handling Shipping Issues on ShareGrid

What to Do If an Item Is Damaged or Lost During Shipment

Dave avatar
Written by Dave
Updated over a week ago

While shipping issues on ShareGrid are rare, it's crucial to know how to address them if they arise. Follow these steps to navigate any shipping-related problems effectively:
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For Buyers:

  1. Reporting Shipping Issues:
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    • Alert ShareGrid support immediately if you encounter a shipping problem. Ensure you report it within the 48-hour review period after the sale.
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  2. Damaged Items:
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    • Documentation: If the item arrives damaged, take multiple photos showing the damage from different angles.
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    • Return: Send the damaged item back to the seller. Use a different box if the original is compromised, following our Shipping Guide.
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    • Support: Once notified, ShareGrid will communicate with the seller to prompt them to file a claim with their shipping carrier or insurer.
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  3. Lost Items:

    • Tracking: Monitor the delivery status using the tracking number provided. A 'package exception' status may indicate a delivery issue.
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    • Report: If you notice a problem, please contact ShareGrid support immediately. We'll coordinate with the seller to start a claim.

For Sellers:

  1. Shipping Precautions:
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    • Minimize issues by following best practices. Review our Shipping Guide before dispatching any item.
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  2. When Issues Are Reported:
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    • If a buyer reports a shipping problem, ShareGrid support will contact you. The claim process depends on your chosen shipping coverage:
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      • ShareGrid’s Shipment Coverage: File a claim with Shippo. Note that Shippo requires a 20-day waiting period before you can submit a claim.
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      • Direct Coverage from Carrier/Insurer: File a claim with the respective company. Quick links for popular carriers:
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        • USPS: Claims must be filed within 60 days.
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        • FedEx: Claims must be filed within 60 days.
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        • UPS: Claims must be filed within 60 days.
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        • DHL: Claims must be filed within 30 days.
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        • OnTrac: Claims must be filed within 30 days via claims@ontrac.com or by mail to OnTrac, Attn: Claims, 2501 S. Price Road, Suite 201, Chandler, AZ 85286.

Disclaimer: ShareGrid does not directly manage package delivery. The responsibility for any delays, damages, or losses lies with the shipper, carrier, or insurer.
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We're here to help and guide you. If you have any questions, please contact our support team for prompt assistance. Safe shipping!

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